remote
Senior Technical Support Engineer - ServiceNow
Software Engineer
Senior Technical Support Engineer providing advanced troubleshooting for an AI‑driven SaaS platform, leveraging REST APIs, Linux administration, SQL data analysis, and AWS cloud services to resolve complex customer issues.
About the role
Key Responsibilities
- Deliver expert-level technical support for a high‑volume AI SaaS platform, handling escalated incidents and root‑cause analysis.
- Diagnose and resolve issues across REST API integrations, Linux environments, and database queries.
- Collaborate with product, engineering, and customer success teams to reproduce bugs, develop workarounds, and drive permanent fixes.
- Develop and maintain knowledge‑base articles, troubleshooting guides, and automation scripts to improve support efficiency.
- Monitor and optimize performance of cloud services on AWS, ensuring reliability and scalability for enterprise customers.
Requirements
- 5+ years of technical support or engineering experience in a SaaS or cloud‑based environment.
- Strong proficiency with Linux system administration, RESTful APIs, and SQL querying.
- Hands‑on experience with AWS services (EC2, S3, RDS, CloudWatch) and infrastructure troubleshooting.
- Excellent problem‑solving and communication skills, with a track record of handling complex, customer‑facing issues.
- Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent practical experience.